Duties and Responsibilities - Answer incoming customer calls and manage trouble tickets.
- Troubleshoot software and hardware issues both in person and via phone.
- Escalate support calls to the supervisor when necessary.
- Install and configure applications and operating system software and upgrades.
- Train end users in the effective use of equipment and software.
- Monitor network and system health to ensure optimal performance.
- Fully track and document all calls and requests.
- Produce service request/problem incident reports and initiate follow-up actions to ensure timely resolution and closeout.
- Track all action items and referrals through to resolution.
- Communicate project status, deliverables, priorities, and contingencies to relevant stakeholders.
- Maintain and seek knowledge about current industry-wide support practices and their potential impact on the support business.
- Stay updated on the latest in desktop and laptop hardware, software applications, and networking systems.
- Maintain flexibility and adaptability to meet the evolving needs of the organization.
In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.Required Qualifications - Minimum of 1-2 years of related experience required.
- Proficient in configuring Windows 7 and Windows 8.
- Working knowledge of Microsoft Office suite products and antivirus/spam software.
- Experience troubleshooting laptops, desktops, tablets, and printer issues in a LAN/WAN environment.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Effective organizational and time management skills.
- Flexibility to work evening and weekend hours, with on-call availability.
- Ability to lift up to 30 pounds.
Preferred Qualifications - Degree in Computer Science, MIS, or a related field preferred.
- Bilingual (English/Spanish) is a plus.
Education/ExperienceRequirements Min/Preferred Education Level Description
Preferred 2 Year / associate degree
Degree in Computer Science, MIS, or a related field preferred.
Years of Experience 1 Years Minimum of 1-2 years of related experience required.
Language Requirements Preferred Spanish
Work Environment Details Office Setting-Work Schedule Hybrid Schedule, working 2 days minimum at the office/branch a week.
Physical DemandsDemand Frequency Sedentary - Lifting 0-10 pounds Occasional
Light Lifting - 10-20 pounds Occasional
Moderate Lifting - 20 to 50 pounds Occasional
Heavy Lifting - 50 to 100 pounds Never
Pulling/Pushing, Carrying Occasional
Reaching or working above shoulder Occasional
Walking Occasional
Standing Occasional
Sitting Constant
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle Never
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other - Talk, Drive, visit customers etc. Never
EEO Statement Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.
Business Title: Help Desk Technician
Objective The Help Desk Technician is responsible for providing technical support to all levels of staff, including both in-house and field customers. This role involves the installation, configuration, and troubleshooting of various applications and operating systems. As the first line of assistance, the Help Desk Technician plays a crucial role in maintaining business continuity. The ideal candidate will possess excellent problem-solving abilities, strong communication and interpersonal skills, and a positive, customer-friendly attitude. A strong technical understanding of desktop and laptop hardware, software applications, and network connectivity is essential.